Customer Support Specialist - Agentforce Supply Chain

Customer Support Specialist for our Mexico team who thrives on solving customer challenges and delivering exceptional service experiences. In this role, you'll serve as a trusted advisor to our clients, taking ownership of support cases from initial contact through resolution. You'll combine strong interpersonal skills with technical aptitude and a genuine curiosity for problem-solving to ensure every customer interaction adds value.

Key Responsibilities

Customer Engagement & Case Management

• Serve as the primary contact for customers seeking technical and product support, building trust through responsive and professional communication

• Manage the complete support case lifecycle: intake, triage, documentation, investigation, resolution, and follow-up

• Prioritize and organize multiple concurrent cases, ensuring nothing falls through the cracks

• Maintain detailed and accurate case records in support systems to enable continuity and knowledge sharing

Problem-Solving & Resolution

• Conduct thorough investigation and root cause analysis for reported issues using available resources, documentation, and diagnostic tools

• Apply critical thinking to resolve cases independently whenever possible, escalating strategically only when necessary

• Partner with product, engineering, and cross-functional teams to address complex technical challenges

• Translate technical concepts into clear, actionable guidance for customers with varying levels of expertise

Service Excellence & Continuous Improvement

• Monitor and meet service level agreements (SLAs), ensuring timely responses and resolutions

• Leverage digital tools, automation, and AI-driven solutions to streamline workflows and enhance support quality

• Identify patterns in customer issues and provide actionable insights to product and engineering teams

• Contribute to knowledge base documentation and internal best practices to elevate team capabilities

Requirements

Experience & Skills

• 2+ years of experience in customer-facing technical support, preferably in B2B SaaS or technology environments

• Demonstrated success managing support ticket queues and meeting SLA commitments

• Strong analytical and troubleshooting abilities with a methodical approach to problem-solving

• Excellent written and verbal communication skills in English (additional languages are a plus)

• Experience working within structured support frameworks and ticketing systems

Technical Aptitude

• Comfortable learning new software platforms, tools, and technologies quickly

• Proficiency with digital productivity tools and willingness to adopt emerging technologies

• Experience utilizing or interest in leveraging AI tools and automation to improve efficiency and outcomes

• Detail-oriented with strong documentation habits

Work Style

• Customer-first mindset with patience, empathy, and professionalism

• Self-motivated and accountable, with the ability to work independently

• Proactive communicator who keeps customers and team members informed

• Collaborative team player who contributes to a positive support culture

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.